💡 FAQ — How Can We Assist?

At We Make Melts, we’re dedicated to making you happy with your experience. Below are some of our most asked questions. If you can’t find your answer, feel free to reach out — we’d love to help.

​

What are the payment options?

We accept debit or credit cards, PayPal, Klarna and Clearpay to enable you to spread your payments.

​

What is your return policy?

We want you to be delighted with your purchase. If not, here’s how returns work:

• Contact us at wemakemelts@hotmail.com (name, order number, and reason) within 30 days of receiving your order.

• Return the item unused, in its original packaging.

• If the return is due to our mistake (wrong item sent, etc.), we’ll cover the return shipping.

• If it’s a change-of-mind return, shipping costs are yours.

• Use a tracked service — we’re not responsible for items lost in transit.

• Once we receive and check the item, we’ll refund your original payment (minus original postage unless our error).

​​

What delivery options are there?

We use Royal Mail Parcel 24 Tracked (unsigned). It aims to deliver the next working day (including Saturdays). We’ll send you a photo as proof of delivery.

• Expedited delivery is available — email us at contact@wemakemelts.co.uk to arrange.

• We prefer not to do same-day dispatch to give wax time to cure properly.

• Shipping fees (as of 24/09/25):
   • Up to 2 kg: £5.15
   • Up to 10 kg: £9.29
   • Up to 20 kg: £13.99

• Free shipping on orders over £50.

• Local collection is available — choose “collection” at checkout or contact us for local drop-off.

​​

Do you offer a regular (subscription) order service?

Yes! Our subscription makes reordering effortless:

• Your subscription includes 5 snap bars + 20 melt shapes across 7 fragrances.

• Cost: £24.95 (includes free delivery).

• Gifted subscriptions are available.

• After the first dispatch, you can cancel with 7 days’ notice.

​​

Are wax melts safe?

Yes — when used correctly. Here’s what you should know:

• We adhere to CLP (Classification, Labelling & Packaging) regulations. All melts are labelled with safety information, hazard pictograms, ingredients, and precautions.

• Use burners properly, keep melts and burners away from children and pets, and never leave them unattended.

• Some fragrances are marked as harmful to aquatic life — this is mainly about disposal, not about burning in your home.

• Always read the label before use.

​​

Why do some melts look mottled or have a white, frosted appearance?

This effect, known as “frosting” or polymorphism, happens when natural vegetable wax solidifies. It’s purely visual and doesn’t affect performance. The white crystalline layer disappears when the wax is heated.

​

How long do melts last?

A lot depends on:

• Room size

• Burner type

• Wax quantity

• Air circulation

As a guide:

• 7–10 g of melt: scents a room for 6–10 hours

• Snap bar chunk: typically 8–10 hours each

​​

What packaging do you use?

We use eco-conscious materials wherever possible:

• Bags: biodegradable, UK-produced, plant-based, plastic-free (EN 13432 and OK BIOBASED certified)

• Some items are packed in re-sealable polyethylene bags (non-toxic, reusable)

• Boxes: strong but lightweight and recyclable

• Mailers: multi-layered, waterproof, crush-resistant, reusable, and recyclable

• Some orders may also be cushioned with biodegradable bubble wrap, acid free tissue or plant based 'peanuts'

​​

How do I avoid shipping costs if I collect?

Choose “Collection” at checkout. If you prefer drop-off locally, contact us before placing your order.

​

How do I contact you?

Email: contact@wemakemelts.co.uk
Or use “Let’s Chat” on our website. We aim to respond as quickly as possible.